Blog2018-02-06T14:53:08+00:00
809, 2021

Mind The Demand Gap

Mind the demand gap - A 4 step approach to improving CX for charities Not-for-profit organisations face several unique challenges that must be tackled head-on to meet the demands of their customers. Firstly, the charities I have spoken with tend to face large volumes of calls, which are putting voice systems under significant strain. Combined with the added stress to the volunteers and staff on the frontline for answering these calls, it becomes a more intricate problem. Suppose you combine this with the unfortunate fact that many organisations are utilising legacy technology, which is naturally less agile. In that case, you have [...]

907, 2021

Celebrating Contact Centre Heroes!

Celebrating Contact Centre Heroes! Contact centre agents are so often the frontline for the organisations they represent. When Covid-19 first hit there was a greater need than ever before to keep customers informed and connected as the UK went into lockdown. These agents, faced with unprecedented disruption to their own working environment, were helping people to access healthcare, sort housing issues, speak to their bank and other vital aspects of society that were fundamentally altered by the pandemic. This is exactly why we are announcing the launch of Cirrus’ Contact Centre Heroes campaign for our clients, celebrating the hard work and dedication [...]

2906, 2021

Teams has won the UCaaS battle – but where does this leave contact centres?

Teams has won the UCaaS battle – but where does this leave contact centres? Since the pandemic entered our lives the business uptake in Microsoft Teams has been remarkable. With businesses needing to quickly adjust and adapt to the world of remote working, it has meant that Teams now sits at the top of the pile as a collaboration tool. But where does this leave contact centres? Firstly, it is a relief that the business world has finally caught up with contact centres, who have had this technology in place for years when you consider that Teams’ core capabilities are instant messaging, [...]

2906, 2021

Beyond Voice – the Future of Customer Services

Beyond Voice – the Future of Customer Services In little more than a year, the number of people using Microsoft Teams worldwide doubled as businesses of all sizes found themselves needing to boost remote working capabilities in the face of local, national and international lockdowns. As an example, 93 of the Fortune 100 companies use Teams, it is available in 53 languages and 181 markets. But for small businesses, the need to pivot in response to the Covid-19 pandemic and continue to serve customers can be more difficult. Businesses that may have a helpdesk of a dozen or fewer people operating phone [...]

1806, 2021

When It Comes To Customer Engagement: Social Housing Providers Don’t Know How Lucky They Are

When It Comes To Customer Engagement: Social Housing Providers Don’t Know How Lucky They Are When every agent is busy and there is still a growing queue of tenants waiting to speak to someone, lucky is not a term that springs to mind, yet we truly believe that when it comes to customer engagement, social housing providers are in an enviable position. For the majority of contact centres across other sectors, they have no real control over who is contacting them, when they are contacting them, or why they are calling. It is a world of unknowns that creates a highly unpredictable [...]

2405, 2021

Knowing The Unknown – Using Familiarity To Improve Customer Service

Knowing The Unknown - Using Familiarity To Improve Customer Service When it comes to customer engagement, housing providers benefit from a relatively informed position compared with others within and beyond the public sector. At a time when every agent is busy and there’s still a growing queue of tenants waiting to speak to someone, there may not be much comfort to take from being just informed, yet we truly believe that when it comes to service-user engagement, social housing providers are looked at with envy from afar. For many contact centres across other sectors, they have no real control over who is [...]

2005, 2021

What is native integration in MS teams and why is it important?

What is native integration in MS teams and why is it important? What is native integration and what does it mean? Native integration suggests that functionality that works seamlessly with and within the Teams interface. In reality however many so called ‘native’ integrations simply use Microsoft APIs to enable users to make and take calls from within Microsoft Teams, a far cry from the full capabilities that contact centre agents need. In our case, we started from the contact centre agent’s requirements – developing a unique contact centre solution designed to perform naturally within the MS Teams interface, a native experience rather [...]

1905, 2021

Every UC Needs a CC – Teams Is No Exception

Every UC Needs a CC – Teams Is No Exception Over 90 per cent of UK businesses are now using Teams, enabling colleagues forced apart by the pandemic to collaborate. However, its value to the wider business risks being limited unless the contact centre is embedded within it, providing true collaboration between back and front office, as well as audit and reporting capability. UC + CC = CX? Integrating the contact centre into Teams empowers users to manage all of their communication tools in one place is a worthy goal but will require a change of thinking in order to truly deliver [...]

505, 2021

Why First Contact Resolution Is Ludicrous in Isolation

Why First Contact Resolution Is Ludicrous in Isolation First Contact Resolution (FCR) is a metric often demanded by contact centre management. If nothing else, it demonstrates efficiency. It is brilliant, but to view it in isolation is, frankly, ludicrous. The trouble with FCR has always been how to measure it. Contact centres certainly struggle to measure it, particularly if a customer gets in touch multiple times. If this contact is for different reasons, how can you measure the correlation between the two? The truth is that the majority of organisations don’t have the information available to adequately track this. If the contact [...]

302, 2021

Why UC And CC Integration Is Pivotal For Contact Centres

Why UC And CC Integration Is Pivotal For Contact Centres Last year the working world was forced to dramatically change the way we work, with unified communications platforms such as Zoom and MS Teams becoming the new normal for those working from home. However, businesses need to accelerate their integration between UC and the contact centre stack for SLAs and KPIs to be met. Contact centre agents often need intelligence from other areas of the business, and these departments are likely to be working from home due to the pandemic. Unified communications is going to play a key role in the success [...]

601, 2021

Whisper It Quietly: Customers Don’t Care About Omnichannel

Whisper It Quietly: Customers Don't Care About Omnichannel The Covid-19 pandemic has accelerated transformation within the contact centre. While mid-to-large organisations may have been accused of being slow to adopt new ways of working, coronavirus has laid bare the inadequacies in legacy systems upon which they have continued to rely. This will inevitably lead to a flurry of activity. Businesses have been left fractured by coronavirus, departmental communication has been disrupted and business processes all but broken. All of this means that adoption of omnichannel solutions will be far greater than it otherwise may have been. This is undoubtedly a good thing, [...]

401, 2021

Tired of Covid? – Why The Pandemic Isn’t An Excuse Any More

Tired of Covid? - Why the pandemic isn’t an excuse any more The only constant is change – helping businesses to keep pace Recent events have propelled companies into rethinking their business models. Contact centres, the frontline of many businesses, have really had to pull out the stops to meet new demands in customer services. Andy Tucker, Success Manager at Cirrus, discusses how resellers can help contact centres ease into new ways of working and meet customer expectations with CCaaS offerings. We know that flexible is the new way to work The last nine months have shown that companies need to be [...]

1512, 2020

Give Contact Centre Agents The Tools To Do The Job

Give Contact Centre Agents The Tools To Do The Job Give contact centre agents the tools to do the Job and reap the rewards because motivation makes businesses successful. It’s long been acknowledged that motivated and engaged employees are the key to business success. Start by giving them the tools to do their job to the best of their ability, and make time for line managers to build rapport with their staff, so that they can support and nurture them. Andrew Tucker, Success Manager at Cirrus explains. According to Gallup there are several factors in driving positive employee engagement. Those organisations that [...]

712, 2020

The Rise of Digital: Conversational Interfaces, Virtual Assistants & Bots

The Rise of Digital: Conversational Interfaces, Virtual Assistants & Bots Conversational interfaces (AI) and virtual assistants are facilitating the rise of fully integrated digital channels. As an industry we’ve been talking about the move to omni-channel for years, the panacea where a customer can have a conversation that flows across multiple channels, where the contact centre agent can see all the different interactions and respond appropriately. We’re still not there yet, but AI is playing an increasingly important key role. Pressure to change This year the pressure on contact centres has been immense with customers desperate to speak to suppliers, at a [...]

2810, 2020

Desktops, Dashboards and Human Centred Design

Desktops, Dashboards and Human Centred Design Why getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains. A product that is easy and intuitive to use, that guides contact centre agents through the myriad of different calls they make and take in a day, will help to keep employees motivated and engaged. This will enable customer service teams to deliver great customer experience (CX). It is a truism that an organisation’s biggest investment (and liability) is its people. The difference between highly motivated and positively engaged employees compared [...]